A woman came into my shop the other day and asked for a coffee: dark and cold, sweet but not too sweet, and asked if I had any flavors - which I don't. I knew she wanted an iced drink. I mentioned three different coffees that were relatively dark for my list of medium to medium dark coffees. Then I let her know I can make an iced latte, explaining the milk will make the drink sweeter. My whole presentation took less than 30 seconds - which is long but I was not certain what she really wanted.
She said, "Just give me an iced coffee". So I did, with my darker roast, Japanese style. I have several regulars that really like the way I make iced coffee. Everything is weighed and measured for consistency.
Shortly after, I get this bad write up on Yelp. She complained I lectured her on iced lattes, basically wasted her time, and her drink was just OK. I sent her a message apologizing for the confusion and offered her a free coffee if she was not satisfied with the first one.
I had a previous customer complain on Yelp about a drink having a chemical taste, and wrote her as well. She is now a happy regular customer and since updated her Yelp report.
How would you deal with this?
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